The Power of Conversation: We May Be Looking at Productivity All Wrong
By Holger Reisinger When was the last time you heard someone rave about his or her experience with a customer service representative? If you can’t … Read more
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IVR Optimization Improves Service and Reduces Costs
By Donna Fluss In many customer service contact centers, the interactive voice response (IVR) system handles approximately 55 to 95 percent of the calls, depending … Read more
How Do I Handle a Premature Objection of “I’m Not Interested?
By Kathy Sisk If your prospect interrupts your presentation before you get to the purpose of your call, here’s what might be occurring: Your prospect … Read more
Ruminations on Cloud-Based Contact Center Technologies
By William Lane There has been much press about Amazon Connect, a self-service cloud-based contact center solution offered by Amazon Web Services (AWS). There was … Read more
Vendor Profile: American Tel-A-Systems (Amtelco)
Amtelco is proud of its long history of innovation and serving customers, and that innovation and service will continue as its focus in 2017. Amtelco … Read more
Five Customer Service Pain Points a UC Solution Can Solve
By Adam Kramer More than 70 percent of consumers say that valuing their time is the most important thing a company can do to provide … Read more
Ten Tips to Create Inbound Telemarketing Incentives That Work
By Kaela Heft Managing inbound incentives for telemarketing services can be easy if you know your team, what they like, and what drives them. It’s also the … Read more
OnviSource to Support Multi and Cross-Channel Analytics
OnviSource selected and integrated the Nuance Transcription Engine (NTE) for the OnviSource speech-to-text (STT) and transcription product, Captora™. Accurate speech-to-text conversion performed by Captora is … Read more